Support Engineer

• Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
• Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
• Follow established support processes and escalate issues where appropriate.
• Maintain clear and proactive communication with clients throughout the support lifecycle.
• Monitor client environments to identify risks, performance concerns, and compliance issues.
• Build strong client relationships through professional and proactive engagement.
• Act as a trusted technical contact for support-related matters.
• Assist with onboarding and offboarding activities.
• Identify opportunities to enhance client environments and improve operational efficiency.
• Maintain accurate technical documentation and support records.
• Contribute to internal knowledge bases and documentation repositories.
• Share expertise with colleagues and support ongoing team development initiatives.
• Identify opportunities to improve workflows, tools, and service delivery processes.
• Stay current with emerging technologies and industry best practices.
• Leverage technology and automation to improve efficiency and service outcomes.
• Mentor and support junior engineers to strengthen team capability.
• Collaborate with colleagues on technical projects and service initiatives.
• Contribute positively to a collaborative, high-performing team culture.

L2 Support Engineer

• Respond to product inquiries via Zendesk tickets, live chat sessions, and phone calls for customers in the United States.
• Address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.
• Collaborate with the Product Support Manager to demonstrate initiative and multi-tasking in a fast-paced environment.
• Handle full ticket lifecycle, communicate action items and resolution to end-users in simple terms, and ensure customer satisfaction.
• Become a subject matter expert on PetDesk products and the pet care industry to provide a best-in-class customer experience during every interaction.
• Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards.
• Required to work night shifts, including one weekend shift every 7 weeks.

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L2 Support Engineer

Product Support Engineer – US Shift